Secretary of Labor and Employment Rosalinda Dimapilis-Baldoz yesterday reported the Dpeartment of Labor and Employment (DOLE) Call Center has satisfactorily responded to 6,553 queries of 5,619 callers for the period March 28 to April 27, 2012.
Established in 2005, the DOLE Call Center was placed directly under the supervision of the Labor Communications Office, the information arm of the Department, to serve as the DOLE’s feedback mechanism to gauge the public’s pulse on its programs and services delivery.
Baldoz, citing the report of Labor Communications Office director Nicon Fameronag, said the number of queries is more than the number of total calls because each caller may have one or two queries on various matters like employment, labor standards, and labor disputes.
Majority of the queries for the month were on social protection and welfare concerns, numbering 4,600 or 70 percent of calls. The highest number of calls related to this were inquiries on holiday verification and holiday pay rules with 2,171 calls. There were 356 calls about separation/termination, 257 about resignation, and 164 about probationary/regularization/part-time/OJT.
Other calls were questions on overtime, service incentive leaves, and DOLE registration. There were 99 calls asking for clarification on Department Order No. 18-A; 190 calls on minimum wages; and 151 calls on occupational safety and health.
There were 1,095 calls related to labor relations, 395 of which are on the DOLE’s Single Entry Approach (SEnA) mechanism, which is becoming a popular mode of settling workers’ issues against their employers; 443 on grievance settlement/voluntary arbitration; 147 calls on adjudication; and 110 calls on the Speedy and Efficient Delivery of Justice (SPED).
On employment, which recorded 517 calls, job search assistance queries topped the list, with 458 calls, 142 of them on employment facilitation, followed by queries on alien employment permit, PRPA permit, and employment with the DOLE.
Labor market information (LMI) related calls reached 84 for the period, followed by queries on the Special Program for the Employment of Students, 67 calls; and technical-vocational education, skills training, and productivity, 59 calls.
“On the average, the DOLE Call Center received 225 calls per day during the period, and most of these calls were satisfactorily answered by our DOLE Call Center action officers,” Baldoz said.
Director Fameronag reported that the DOLE Call Center determines client satisfaction by asking callers if they are satisfied with the answers of DOLE Call Center personnel, in compliance with the Secretary’s directive to DOLE officials and employees to ensure efficient and effective client services delivery.
He explained that DOLE Call Center action officers strictly values feedback, one of the strategies in the sustaining outcomes identified under the Labor and Employment Plan 2011-2016 calling for institutional reforms toward transparency, accountability and respect for the rule of law.
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